Ultra Care Service

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]

There has been a communication problem about the shift points that I believe has been resolved

We have completed the necessary replacement of the transmission under the remanufactured transmission limited warranty. Due to extended time the vehicle was in our possession, the vehicle battery failed and we have also installed a new battery at our cost. Mr*** has picked up the vehicle from our facility. I have spoken to Mr*** to follow up on the repair today, 10/26/15. I have attached a copy of the Mopar warranty sheet. Thank you, Ivan M***Service Director###-###-####

We have reviewed all the information we have about this issue and we have determined that the core for the cylinder head was returned to Chrysler, so we could not provide it to him. This core was charged and credit given to Mr***, on the repair order, but the part had been returned to Chrysler by the time he came in to pick the vehicle upIt is operating procedure to return a part that has a core charge, to the manufacturer. It is our understanding that the customer was advised that we had a heavy work load when he dropped off the vehicle. Delays in the approval process and payment delay also added to how long it took to repair this vehicle. It was our understanding that Mr*** was trying to get his company to pay for the repairs. He was also out of town for some time and it took several weeks for him to pick up the vehicle even after it was completed. Our offer is to repair the consequential damage from the initial cylinder head failure. It is mostly a goodwill gesture on the part of Jack Key and not a failure on our parts, or diagnostic. The original repair fixed the problem, but the soot and byproducts released by the incorrect burning of the fuel mixture, caused damage to the oxygen sensors. Mr*** complains that he has another issue with the vehicle not starting up now. Without a proper diagnostic, we cannot determine if this is related to the previous repairs or not. We have offered to tow the vehicle into our shop and diagnose this at our cost as well10/28/Repair Order ***…$Customer dropped off truck October 28th, for a check engine light concernJesus (tech) diagnosed the concern to be low compression in cylinder and determined the driver side head required replacementCustomer emailed Brandon on Novemeber 6th with an okay to start the work and we were requested to provide a letter quote with invoice data so he could submit that to his company for subsequent payment of the repair When the parts arrived work commenced to remove and replace the head in question, and all associated reassembly parts and hardwareIt was also recommended the spark plugs be replaced as well but customer declinedAn oil and filter change was also performed at this time as wellTechnician verified repair resolved concernVehicle was running per design and check engine light was now offNo other visible concerns or issues were presentThe head core (the actual orignal head removed) was returned to parts department to send back to Chrysler (see attachment)As an aside, if the core wasn't returned the customer would have been required to pay an additional $At no time ever di the customer request any parts/items be returned to him While the vehicle was in our shop, customer had left town (Oklahoma) just prior to Thanksgiving… for approximately weeks or so, and never responded to any of our calls notifying him the vehicle was ready for pick up We were actually getting concerned something had happened to him and he wasn't returning for the vehicleHe finally contacted us via email on February 6th, He arrived in mid February, 2016 to pick up his vehicle and pay the invoice 2/23/Repair Order ***… $Customer dropped off truck with a check engine light concernTyrel (tech) diagnosed concern and found a misfire that followed through when he swapped the "sensors"He determined and concluded that the sensors were failing, due to being fouled - a result of driving vehicle for extended time with bad engine headCustomer declined repair and took vehicle.In closing, our offer to bring the vehicle in and check it, as well as replace the faulty oxygen sensors still standsIvan M*** Service Director Jack Key Motors ###-###-####

Complaint: ***
I am rejecting this response because: I did not receive a call
this morning and had to call the Jack Key service department myself at 10:30amAfter waiting on hold for over 10-min, I was informed by Brandon that the part was still not deliveredIt was supposed to be shipped by Tuesday, however it is now on hold until FridayI would have appreciated an update on my vehicle's status when the part did not arrive as promised
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

Mr***'s vehicle is finished and has been delivered. I apologize for the extended wait to complete this repair. There were many issues that contributed to the delay from working with another dealership to involving their adjustors, and our parts delays that added extra time. Hopefully Mr*** can enjoy his vehicle now during this Holiday season

As we stated before there is nothing on the "we owe" that says Jack Key was going to replace the DVD system, the document was given on the last response. at this time Jack key is not going to replace the DVD player

Good afternoon,Sorry, I just had time to call today! I called Bank of the West and they had no record of the payment being seen The car was paid off through Bank of the West, so in theory, they would then forward it to meIf you have the email for the person who responded to the complaint, I will email them I could not find it on their website.Thank you,*** ***

We have had issues with the original lender and apologize for the delayWe have recontacted and do not expect any more delays but if anything is not right please let us know

I will follow up with the repair process this morning with Donald. We will work to resolve this issue promptly. I apologize for the inconvenience. I will contact our customer this morning also

This is my reply to the
statement Jack Key left in response to my complaint dated September and responded to by Jack Key Honda, Dodge, Chrysler, Jeep and Ram on September 2015. They stated the parts were to in September. I called September when the parts actually arrived to get the next story being, "The parts were the wrong ones. There are three models to choose from and the wrong ones came in." Dodge Vans come in 150, and series, mine is a series. Thursday 22d September, I spoke with the newly promoted site manager. He apologized for the ludicrous amount of time my family has been without our van and he is doing his best to get it done. So here, another week goes by, and not a word from anyone at Jack Key. I have had my van for days in the past 1/months; our first summer in New Mexico limited due to the fact our RV is still being "worked on". One month total I can see, but almost 6?Part of the blame does go to Mopar Parts Inc(where I was told the transmission was sourced from). Mopar Parts Incappears to make things far too difficult to replace the substandard units they send to the dealerships. But to not receive updates from the service center I have already paid over $to is just wrong.I commute to and from the base everyday on Hwy and everyday I see my van still there. I'm getting concerned that more mechanical issues will arise from sitting for so long. It's time to recover my van and seek alternative means of repair. Everytime we go somewhere, we have to stay in a hotel, for we do not have our van; in 1/months, that is days.Thank you for your help - *** *** Sept

We are sorry for the confusion and delay. Your refund of 2,has been sent to you lien holder on 2/2/Rigo at the Alamogordo has been charged with getting your Jack and I believe he has contacted youAgain my apologies, if any thing comes up please let us know

Good afternoon,Sorry, I just had time to call today! I called Bank of the West and they had no record of the payment being seen The car was paid off through Bank of the West, so in theory, they would then forward it to meIf you have the email for the person who responded to the complaint, I will email them I could not find it on their website.Thank you,*** ***

Complaint: ***
I am rejecting this response because:There is a strange vibration that occurs when moderately accelerating at speeds above 45mphTransmission does not downshift easily, not at all at speeds under 25mphThere is also a hesitant, shuddering shift from 1-2d gear when moderately accelerating from a stop I will contact Jack Key this week to set up an appointment with their trained and certified transmission specialist If there is not one available, I will take the van to a local certified and trained transmission specialist, whereas any costs should be reimbursed by Jack Key of Alamogordo My family's confidence in this business is shaken to the point I never want to take any vehicle there again, in fear I will not be treated fairly, given the attention a paying customer should expect and fear that I will lose my vehicle again for a ludicrous amount of time.There is still the question of compensation for all lodging expenses incurred over the six months that this business failed to complete the repairs timely As a consumer, I would expect better treatment, especially after already paying over $dollars for a botched service.My opinion is that most consumers would have taken this business to court at the first 5-weeksThank you for the battery, though
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

We believe we have complied with the requests, but the banks will only respond to customer on certain thingI believe we are waiting on the customer to check with bank to see if all issues are resolved

We have test driven with Mr*** and we have ordered some parts to repair the shifting issues that are present. We will work with Mr*** to repair this issue as soon as possible

Complaint: ***
I am rejecting this response because: There was an acknowledgement by Neal B*** at the time of delivery that the DVD play was brokenI've attached documentsJack Key Motors knowingly engaged in negotiations with this knowledgeThis is a deceptive business practice to arrive at a higher sales price
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

We are working with our customer to try and resolve this matter. We have offered a $settlement to which she has agreed to. We are working to get the paperwork and check ready for our customer.Thank you

I have tried to contact the customer times left messages and have not gotten a call backMs*** Gap insurance is canceled and a refund of $we be sent to the lein holder which is Bank of The West.

Complaint: ***
I am rejecting this response because:There is a strange vibration that occurs when moderately accelerating at speeds above 45mphTransmission does not downshift easily, not at all at speeds under 25mphThere is also a hesitant, shuddering shift from 1-2d gear when moderately accelerating from a stop I will contact Jack Key this week to set up an appointment with their trained and certified transmission specialist If there is not one available, I will take the van to a local certified and trained transmission specialist, whereas any costs should be reimbursed by Jack Key of Alamogordo My family's confidence in this business is shaken to the point I never want to take any vehicle there again, in fear I will not be treated fairly, given the attention a paying customer should expect and fear that I will lose my vehicle again for a ludicrous amount of time.There is still the question of compensation for all lodging expenses incurred over the six months that this business failed to complete the repairs timely As a consumer, I would expect better treatment, especially after already paying over $dollars for a botched service.My opinion is that most consumers would have taken this business to court at the first 5-weeksThank you for the battery, though
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]